Zoom Room Dog Training

Kent, This is Mark Scholz, owner of Zoom Room South Austin. First, thank you for taking the time to share your candid feedback. I take concerns like yours very seriously, especially when a client has attended multiple sessions with us. I was notified by my team shortly after the incident and received a detailed account of what occurred. In the moment—without yet having all perspectives—I did advise the team to be mindful of music selection and volume. We do occasionally use music intentionally as part of our training environment to create mild distractions for the dogs and to foster a positive, energetic class atmosphere, but it should never come at the expense of a client’s comfort or ability to participate. If the volume or style of music caused you discomfort, that is something we absolutely want to be aware of and adjust. I also want to address your concern about “zero consistency between trainers.” While each of our trainers brings their own personality and style to the floor, all of our classes follow structured, level-specific lesson plans designed to ensure consistency in what is being taught week to week. That said, perception matters, and I take your feedback seriously as an opportunity to evaluate how we are delivering that consistency across the team. As part of my process, I always look at situations from every angle before responding. We are fortunate to have several hundred reviews and maintain a 4.9-star rating, which reflects the overwhelmingly positive experiences of our community. It’s rare for us to receive feedback like this, and when we do, I dig deeper to fully understand what happened. In this case, I also heard from another pet parent who was present in the class and took the time to write me a handwritten note. They felt the situation escalated quickly and described the exit as inappropriate and extremely disruptive to the group environment, which the rest of the class tried to overcome. I share that not to dismiss your experience, but to acknowledge that there were multiple perspectives in the room that day. At the end of the day, our goal is to create a supportive, effective, and welcoming training environment—for both people and their dogs. It’s clear that we fell short of that for you in this moment, and for that, I’m sorry. If you’re open to it, I would genuinely appreciate the opportunity to speak with you directly, better understand your experience, and see if there’s a way to make this right. – Mark Scholz

Stephanie, Thank you so much for your kind words—it truly means a lot to our entire team. We’re so glad to hear that you and Pepper have had such a positive experience with us. Pepper is a joy to have in class, and it’s been wonderful watching her learn and grow with each session. We pride ourselves on creating a patient, supportive environment for both pups and their people, so hearing this feedback is incredibly rewarding. We appreciate you being part of the Zoom Room family and look forward to continuing to support you and Pepper on your training journey! – Mark Scholz Owner, Zoom Room South Austin